Supervisor, Patient Care

This is a fully remote position, open to applicants in Alabama, +26 more states.

📋 Description

• Provide daily leadership and support to the Patient Care Assistant team.

• Ensure that daily workload standards and workflow/scheduling objectives are achieved.

• Identify and eliminate obstacles that hinder goal attainment.

• Review client transitions and changes in volume; ensure that scripting and resources are clear.

• Communicate relevant information to staff in a timely and appropriate manner.

• Ensure staff understanding through feedback and observation.

• Establish and enforce relevant quality metrics.

• Conduct periodic quality monitoring.

• Facilitate training and development both individually and departmentally.

• Manage the disciplinary process in accordance with departmental and company policies.

• Document and maintain records of training, performance reviews, and feedback.

• Coach, motivate, and develop team members.

• Collaborate with hiring and temporary staffing agencies.

• Serve as an escalation resource for calls, departmental issues, and supervisor calls.

• Triage service and technical issues to resolution and educate staff on their causes and solutions.

• Direct issues to pharmacist staff members when necessary.

• Maintain current and clear resources for staff.

• Stay updated on technical knowledge of pharmacy processing software, claims processing software, phone systems, quality monitoring and tracking tools, scheduling software, reporting suite, knowledge management applications, and other relevant tools.

• Perform additional duties as assigned.

⛳️ Requirements

• A high school diploma or GED is required.

• An Associate or Bachelor’s degree is preferred.

• CPhT certification is preferred.

• A minimum of 2 years' experience in a managed care, specialty pharmacy, customer service, or PBM environment is required.

• Experience in a call center setting is preferred.

• Direct leadership or coaching/mentoring experience is preferred.

• Experience with pharmacy claims/benefits is preferred.

• Knowledge of industry practices, HIPAA, and relevant data privacy practices is preferred.

• Participate in, adhere to, and support compliance program objectives.

• Ability to consistently interact cooperatively and respectfully with colleagues.

• Ability to travel 5% of the time.

• Remote work is available only to residents of Arizona, Alabama, Arkansas, California, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Louisiana, Maryland, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, or Wisconsin.

• The work schedule is Monday to Friday, 8 AM to 5 PM.

🏝️ Benefits

• Comprehensive benefits package for Health, Dental, and Vision insurance.

• 20 days of paid time off.

• 4 weeks of paid parental leave.

• 9 paid holidays.

• 401K company match of up to 5% with no vesting requirement.

• Adoption Assistance Program.

• Flexible Spending Account.

• Educational Assistance Plan and Professional Membership support.

• Referral Bonus Program – up to $750!

• STAR Bonus percentage (At Risk Maximum): 10.00.

• Remote work arrangement available.